The US Digital Growth Platform department is expanding our agile team to accelerate scaling a digital ecosystem that allows us to connect (CRM, Influencers), convert (DtC, Social Commerce) and co-create (Product Customization) with our consumers in new ways.
Your role, as the Consumer Experience Manager Operations Senior Manager, is to help build and scale the CxM capability to strengthen our relationships with consumers, drive loyalty, and growth in the US CH business. The role will drive the CxM strategy with a true omni-channel approach – ensuring communications deliver a best in class experience aligned to overall brand strategy.
This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:
Responsible for the day-to-day email/SMS operations optimization (growth through continuous testing, customer segmentation, and email capture)
Design, implement, and refine A/B and multivariate testing plan, email journey builds and segmentation to validate UX and identify opportunities for improvement
Manage and monitor email campaigns to ensure maximum deliverability and engagement and provide regular updates to the brand(s) along with recommendations for improvement
Define key segments for improved targeting and effectiveness
Plan and manage the email traffic calendar; work with Analyst(s) on email production and to facilitate sends (set up + code emails, Q/A test links, and schedule/deploy campaigns)
Establish processes to ensure flawless deliverability execution, data accuracy, and consistent reporting
Collaborate with the brand(s) to execute email content strategy (frequency and messaging)
Communicate with Tech to request support for blacklist monitoring, SPAM responses, etc.
Passion for consumer centric, data-driven marketing strategies and leveraging data to build meaningful relationships with consumers
Support team working with CX analyst in building comprehensive reports and dashboards of all relevant CxM KPIs to track and socialize performance across individual and evergreen/lifecycle campaigns
Collaborate cross functionally (digital marketing, tech, media) with goal of defining and building long term relationships with identified audiences to deliver CX improvement, reduce 1PD acquisition costs and scale infrastructure investment for efficiency
Contribute to strategy, portfolio approach and process across our owned assets, including websites, apps and email to drive 1P Data acquisition with mobile first mentality and eye toward innovation
We are looking for professionals with these required skills to achieve our goals:
5 + years of digital experience and CRM/CXM strategies, database growth, digital engagement, ecommerce sales, and analytics across channels
Experience with CRM/CXM platforms and martech tools (Salesforce Marketing Cloud, Klayvio, CMS platforms, CDP/DMP, Data Lakes, ESPs)
Experience and knowledge of standard methodologies in email/SMS marketing, customer experience personalization, and automated customer journey design
If you have the following characteristics, it would be a plus:
A strong understanding of digital design principals, user experience design, legal guidelines such as GDPR, CCPA, CAN-SPAM and deliverability best practices
Experience building from ground up new and/or existing brands CXM/CRM capabilities; Subscription a plus
Mastery in RFM (recency, frequency, monetary) segmentation, customer lifetime value analysis, digital marketing performance measurement, return on investment analysis
Action Oriented: “Can do” and “Does do” attitude; Ready to jump in and make an immediate impact through agile methods and proactive nature; high energy level and credible experience
Trend Spotter: You are the person who is in the know. Self-driven expert in all things pop culture and stays in front of CX platforms: YouTube, Pinterest, Instagram, Facebook, Snapchat, Twitter, TikTok search engines, editorial publishers and emerging digital platforms
Translator: You understand the nuances and complexities of data but act as a simplifier, realizing that data and insights are only powerful if they drive action
Positive Pioneer: You know there’s a lot of unknown in this space, and you’re okay with that. You embrace the new and explore new spaces with excitement. You have big ideas and can both implement them yourself or inspire others to come along with a positive attitude
Teacher: Willingness and ability to educate and upskill internal colleagues on digital ecosystem best practices and their impact to the business
Interpersonal Savvy: Ability to effectively work with and connect with all levels of stakeholders across multiple functions using active listening skills and open mindset to build strong relationships and collaboration
Think Big and Small: Wake up thinking about big bold ideas but only sleep knowing your i’s are dotted and t’s are crossed
Internal Number: 278028
We believe strongly in inclusion and diversity. Not only is it the right way to do business, but it also leads to business success – unleashing the enormous potential of the differing knowledge, abilities, experiences and styles of our people, and enhancing our ability to respond to the differing needs of our patients and consumers.
Our values of Consumer-first, Transparency, Respect and Integrity are at the heart of our company, guiding our decisions and everything we do so that we can deliver for consumers and customers, and make GSK Consumer Healthcare a brilliant place to work. At GSK, we work to strive for a culture of customer & consumer obsession, a growth mindset, powerhouse execution, agile ways of working along with digital, data and analytics at the core.
Our Health & Wellness portfolio has an extensive global reach. With many brands owning the #1 global rank for their category such as ChapStick®, Emergen-C®, Advil ®, Centrum ®, Caltrate® , Preparation H® and Nexium 24HR®. In the US, we are now the number 1 leader in the OTC (Over-the-Counter) business.